Returns, Exchanges & Shipping Policy

Effective for all orders placed on www.elaar.in and through our offline activations.

At Elaar, we strive to ensure that every order meets your expectations. If something does not feel right, we are here to help through a clear and transparent returns and exchanges process.

By placing an order with Elaar, you acknowledge that you have read, understood and agreed to this policy.

1. General Guidelines

  • Products with the "Last Call" label are final sale and are not eligible for returns or exchanges.
  • International orders are currently not eligible for returns or exchanges.
  • Elaar reserves the right to refuse any return, exchange, refund or claim that does not satisfy the eligibility criteria outlined in this policy.
  • Elaar reserves the right to amend, modify or withdraw this policy at any time without prior notice. Any such changes shall apply prospectively and will not affect orders already placed.

2. Returns

Eligible products may be returned within 3 calendar days from the date the order is marked as delivered, subject to the eligibility conditions set out in this policy.

Returns are available for eligible products where the customer wishes to return the product and receive a refund, provided the product meets all applicable return conditions.

Return Eligibility

To qualify for a return:

  • The return request must be raised within 3 calendar days of delivery.
  • The product must be unused, unworn and unwashed.
  • The product must not display signs of use, dirt, sole marks, creasing, scratches, stains, odour or any customer-inflicted damage.
  • The product must be returned in its original packaging.
  • All original tags, accessories and inserts must be intact.
  • Proof of purchase must be provided.

Products returned in a used, altered, damaged or non-resalable condition may be rejected and returned to the customer at the customer's expense.

Approval to initiate a return does not guarantee acceptance of the returned product. Final acceptance is subject to inspection by Elaar's Quality Team.

3. Exchanges

We follow standard industry sizing to help you find the best fit. If the size does not work for you, we are happy to assist.

Exchange Eligibility

  • Size exchanges are available only for the same style, subject to stock availability.
  • Size exchanges for the same style are not subject to a price adjustment where the product remains the same style and variant.
  • Exchanges for a different style are permitted only if the replacement product is of equal or higher value.
  • If the replacement product is priced higher, the price difference must be paid before dispatch.
  • A lower-priced replacement is not permitted for a different-style exchange.
  • Exchange requests must be raised within 3 calendar days from the date the order is marked as delivered.
  • Exchange approval is subject to the original product satisfying all eligibility conditions upon receipt and inspection.

Exchange Shipping

Where an exchange is approved, Elaar will arrange the applicable exchange process where reverse pickup is available.

Any applicable shipping or logistics charges for the exchange will be communicated to the customer before the exchange is processed.

4. Damaged, Incorrect or Tampered Deliveries

If you receive:

  • A damaged product
  • An incorrect product
  • A tampered package
  • Missing items

please notify us within 3 calendar days of delivery.

Email: hello@elaar.in

Please include:

  • Order number
  • Clear photographs
  • An unboxing video, where available

Failure to report delivery-related issues within the above timeline may result in the claim being declined.

Transit Damage vs. Manufacturing Defect

Transit-related issues include damage that appears to have occurred during transportation, tampering of the parcel, missing products or receiving an incorrect product.

Manufacturing defects refer to defects arising from the manufacturing or construction of the product and not from transportation, usage, accidental damage or normal wear and tear.

5. Unboxing Video & Claims Policy

To enable us to fairly investigate delivery-related concerns, we strongly recommend recording a continuous unboxing video while opening your package.

Unboxing Guidelines

  • The outer packaging and shipping label should be clearly visible before opening.
  • The video should be continuous and unedited.
  • Any issue should be clearly shown within the same recording.

An unboxing video is strongly recommended but is not, by itself, the only form of evidence considered by Elaar.

For claims involving missing products, incorrect products, parcel tampering or transit damage, Elaar may require adequate photographic or video evidence to investigate the claim.

Claims may be rejected where sufficient evidence is unavailable or where misuse, fraud or misleading information is suspected.

6. Promotional Offers

For purchases made under promotional offers including, but not limited to:

  • DUO10 (Buy 2, Get 10% Off)
  • TRIO15 (Buy 3, Get 15% Off)
  • Any future bundle or promotional offer

the following shall apply:

  • Promotional discounts remain valid only while the qualifying conditions continue to be met.
  • Products purchased from the Sale Section remain final sale and are not eligible for return or exchange, irrespective of any promotional or bundle offer applied to the order.
  • If one or more products are returned, exchanged or cancelled and the order no longer meets the qualifying conditions of the promotion, the order will be recalculated without the applicable promotional discount.
  • The refund will be calculated based on the revised order value after applying the applicable non-promotional pricing.
  • The total refund payable will never exceed the amount actually paid by the customer for the returned product after applicable deductions.
  • During an exchange, the replacement products must continue to satisfy the promotional conditions. If the promotion is no longer applicable, the applicable price difference must be paid before dispatch.
  • Elaar reserves the right to recalculate discounts, refunds and payable amounts following any return or exchange.

7. Return & Exchange Process

To initiate a return or exchange, email:

hello@elaar.in

Please include:

  • Order number
  • Reason for return or exchange
  • Supporting photographs or videos, where applicable

Once approved, our team will provide further instructions.

Return Approval

Approval to initiate a return or exchange is valid only for the specific request submitted.

The 3-calendar-day period applies to raising the return or exchange request. Once a request has been approved, the customer must follow the dispatch timeline communicated by Elaar.

Failure to dispatch the product within the prescribed timeline may result in the return or exchange request being cancelled.

8. Return Methods

Reverse Pickup

Where available, Elaar will arrange a reverse pickup.

For an approved return through reverse pickup, the following will be deducted from the refund:

  • Actual outward shipping charges
  • Actual return shipping charges

Proof of logistics charges may be shared upon request.

Self Shipment

Customers may self-ship an approved return within 7 days from the date of approval, unless a different timeline is communicated by Elaar.

For self-shipped returns:

  • The customer is responsible for arranging and paying the courier charges for sending the product back to Elaar.
  • Only the actual outward shipping charges will be deducted from the refund.
  • The cost paid by the customer to self-ship the product to Elaar will not be reimbursed.
  • Customers are advised to use a reputed courier service with shipment tracking.

Return Address

Elaar
605, Conwood Paragaon
Plot No. 6, Walbhat Road
Goregaon (East)
Mumbai - 400063
Maharashtra, India

9. Refund Policy

Refund Processing

Refunds are processed only after:

  • The returned product has been received.
  • The returned product has successfully passed Elaar's quality inspection.
  • The return has been approved by Elaar's Quality Team.

Refund timelines depend upon the payment provider and banking institution.

Inspection & Approval

Approval of a return request does not guarantee acceptance of the returned product.

If inspection reveals:

  • Usage
  • Damage
  • Missing packaging
  • Missing tags
  • Missing accessories
  • Dirt
  • Sole wear
  • Odour
  • Alterations
  • Any condition rendering the product non-resalable

Elaar reserves the right to reject the return.

Rejected products may be shipped back to the customer at the customer's expense.

Logistics Deductions

As an independent brand, Elaar bears the shipping cost of orders delivered to customers.

Where a return is accepted:

Reverse Pickup

  • Actual outward shipping charges
  • Actual return shipping charges

will be deducted from the refund.

Self Shipment

  • Only actual outward shipping charges will be deducted from the refund.
  • The customer bears the cost of shipping the product back to Elaar.

Proof of logistics charges may be shared upon request.

Lost in Transit

Where an order is officially confirmed by Elaar or our logistics partner to be lost in transit, the product amount paid by the customer will be refunded in full without deductions.

For Cash on Delivery orders, the COD Convenience Fee will not be applicable where the order is lost in transit, as the fee is collected only upon successful delivery.

10. Cash on Delivery (COD) Policy

To provide a seamless Cash on Delivery experience while reducing unverified orders, a COD Convenience Fee is applicable to Cash on Delivery orders.

COD Convenience Fee

  • A ₹99 COD Convenience Fee is applicable to all Cash on Delivery orders.
  • The ₹99 fee will be added to the final amount payable on the order and collected along with the order amount at the time of delivery.
  • The total amount payable for a Cash on Delivery order, including the ₹99 COD Convenience Fee, will be communicated to the customer before the order is confirmed.
  • The COD Convenience Fee is separate from the product value and any applicable shipping charges.
  • The COD Convenience Fee is non-refundable once the order has been successfully delivered and accepted by the customer.

Important Notes

  • For Cash on Delivery orders, the customer will be required to pay the final order value plus the ₹99 COD Convenience Fee at the time of delivery.
  • If a delivered COD order is subsequently returned, the ₹99 COD Convenience Fee will not form part of the refundable amount.
  • In the event of an approved exchange, the COD Convenience Fee originally collected will remain non-refundable.
  • Elaar reserves the right to disable Cash on Delivery for customers with repeated failed deliveries, refusals or RTOs.

11. Cancellations

  • Orders may be cancelled only before dispatch.
  • Orders already shipped cannot be cancelled.
  • Once an order has been dispatched, it cannot be cancelled. Customers may request a return or exchange only in accordance with this policy.
  • Elaar reserves the right to cancel any order due to stock unavailability, pricing errors, payment issues, suspected fraud or any other reason deemed appropriate.

12. Product Care & Manufacturing Defects

At Elaar, we take pride in using premium materials and thoughtful craftsmanship to create footwear that is both comfortable and durable.

However, footwear is among the most frequently used personal products. Its longevity depends not only on its construction but also on factors such as usage, walking surface, storage conditions, weather exposure, maintenance, foot anatomy, walking pattern and general care exercised by the customer.

Normal wear and tear, fading, creasing, sole abrasion, scratches, stains, water damage, accidental damage, misuse, improper storage or deterioration arising from regular use do not constitute manufacturing defects.

Manufacturing Defect Claims

If you believe your product has a manufacturing defect, you must notify us within 3 calendar days of delivery by emailing hello@elaar.in together with clear photographs or videos.

Claims reported within this period will be assessed by our Quality Team.

Claims relating to manufacturing defects reported after 3 calendar days from delivery shall not be accepted, as it is no longer reasonably possible to determine whether the issue originated during manufacturing or arose through subsequent use.

Elaar's assessment regarding whether a product suffers from a manufacturing defect shall be final.

13. Contact Us

For any assistance relating to returns, exchanges or refunds:

Email: hello@elaar.in

We endeavour to respond within 24 business hours.

Please include your order number in all correspondence.

Disclaimer

All returns, exchanges, refunds and claims remain subject to verification by Elaar.

Any attempt to misuse this policy, submit fraudulent claims, provide misleading information or abuse promotional offers may result in rejection of the request, cancellation of current or future orders, suspension of customer privileges and any other action permitted under applicable law.

This policy shall be governed by and interpreted in accordance with the laws of India. Any disputes arising out of or relating to purchases made from Elaar shall be subject to the exclusive jurisdiction of the competent courts in Mumbai, Maharashtra.